... to another is relatively easy to Service quality has a strong impact on customer loyalty in both banks and travel agents Reliability and responsiveness are particularly important to bank customers, ... attitudinal measures such as the ones based on intentions to repatronize a service provider Such attitudinal measures have an advantage over behavioral measures (e.g repeat patronage) in that they can provide ... risk and its components: a model and empirical test'', Journal of Marketing Research, Vol 10, pp 184-9 Bharadwaj, S.G., Vanradarajan, P.R and Fahy, J (1993), ``Sustainable competitive advantage...